Question 1

Intangible means

Accepted Answer

Intangible refers to something that cannot be touched or physically possessed, such as a service or experience, which a guest can use or enjoy but does not physically own.

Question 2

Inseparability refers to

Accepted Answer

Inseparability in the hospitality industry refers to the fact that production (service delivery) and consumption (customer experience) occur simultaneously. Unlike manufactured goods that can be produced and stored until they are sold, hospitality services are delivered in real-time and cannot be separated from the experience of the customer.

Question 3

One of the most important in ^-room amenities that enables guest satisfaction is

Accepted Answer

Internet access is crucial for guest satisfaction as it allows guests to stay connected for both personal and professional purposes.

Question 4

Quality guest service requires that we

Accepted Answer

Understanding our guest's needs is crucial for providing quality guest service. Without this understanding, we may fail to meet their expectations and provide a subpar experience. The other choices (increasing service advertising, focusing on food quality, prioritizing profit motive) are important but not sufficient on their own for quality guest service.

Question 5

Internal customers are

Accepted Answer

Internal customers refer to the employees of a hotel or restaurant.

Question 6

Each of the following is a characteristic of the Hospitality Industry EXCEPT:

Accepted Answer

The service product and the guest are not separate in the hospitality industry, as the guest is an integral part of the service experience.

Question 7

The concept of protecting the natural resources of the planet while achieving corporate profitability

Accepted Answer

Sustainability involves balancing the economic, environmental, and social aspects of business operations. It means ensuring that natural resources are conserved and used efficiently while generating profits for the company.

Question 8

You are a service leader for a national airline preparing to leave on a transcontinental flight from Atlanta to Los Angeles.List the "moments of truth" your customer will encounter from the time they arrive at the
terminal to the time they land in LA.

Accepted Answer

The answer of You are a service leader for a...

Question 9

Guest calls for reservations and a guest welcome are both examples of what?

Accepted Answer

Both guest calls for reservations and a guest welcome are pivotal moments where the guest forms an impression of the hotel, and whether their needs are being met. These moments of interaction often determine whether the guest will return and recommend the hotel to others. Therefore, they are moments of truth.

Question 10

Compare and contrast your ideal weekly work schedule with that of a typical manager in the hospitality field.Where are the main differences and how does the hospitality industry justify the differences.

Accepted Answer

The answer of Compare and contrast your ideal weekly work...

Question 11

Since its introduction,the pineapple has been internationally recognized as

Accepted Answer

The pineapple has long been recognized as a symbol of hospitality, often used in decor and as a welcoming gift.

Question 12

Anyone who receives or benefits from the output of someone's work is

Accepted Answer

A guest is someone who receives or benefits from the output of someone's work, often in contexts like hospitality, services, or events.

Question 13

Which of the following would NOT be a moment of truth?

Accepted Answer

The answer of Which of the following would NOT be...

Question 14

TQM focuses on

Accepted Answer

TQM, or Total Quality Management, is a management approach that focuses on continuous improvement and the elimination/prevention of errors and defects in processes to achieve customer satisfaction. Therefore, option A, error prevention, is a key focus of TQM.

Question 15

Recruiters are looking for

Accepted Answer

The answer of Recruiters are looking for
...

Question 16

In the hospitality industry the concept of perishability means

Accepted Answer

Perishability in the hospitality industry refers to the fact that unsold airline seats, hotel rooms, or restaurant tables cannot be stored or inventoried for use at a later time. Once the time period during which they could have been sold has passed, they are considered to have perished or expired, and the revenue that could have been generated from them is lost forever.

Question 17

Using the four facets of the hospitality industry (travel,lodging,foodservice,and recreation),differentiate between the method of service offered to customers.Use specific examples.

Accepted Answer

The answer of Using the four facets of the hospitality...

Question 18

The central focus in hospitality is

Accepted Answer

The central focus in hospitality is to provide excellent guest service. While making a profit is important, the foundation of the industry is providing a positive experience for guests. Communication and attitude are important factors in achieving this goal, but ultimately, guest service should be the primary focus.

Question 19

Key to being successful in the hospitality industry is

Accepted Answer

While having skills in cooking, bartending, and waiting tables are definitely helpful, being service oriented is the key to success in the hospitality industry. This means understanding the needs and expectations of guests and working to exceed them, as well as being able to communicate effectively and contribute positively to a team.

Question 20

Empowerment is

Accepted Answer

Empowerment refers to a feeling of partnership and involvement in which employees feel responsible for their jobs and have a stake in the organization's success. This means that employees are trusted to make decisions and take ownership of their work, but it does not eliminate the need for management entirely. Management still plays a crucial role in setting goals, providing guidance and support, and monitoring progress. Allowing all employees to make any decision they want (B) is not a practical approach and can lead to chaos and confusion. Empowerment is not delegated to management only (C) as it involves giving employees more power and autonomy. D is incorrect because empowerment does not eliminate the need for management and leadership.

Quiz 1: Introducing Hospitality